1. Information We Collect

We may collect and store information that you provide to us through:

• 📄 Order forms

• 🧾 Account registrations

• 💬 Customer service enquiries

We use this information to:

• 📦 Manage and track customer orders and requests

• 🔁 Refer to previous orders for support purposes

• 🤝 Provide efficient and effective customer service

⚠️ Note: We only retain sales-related information as necessary for order processing and customer support.

2. Use of Information

All personal information collected is used strictly for Factory Eyewear’s internal purposes only.

• 🚫 We do not sell, rent, or share your personal information with any third parties, whether public or private.

• 🚫 We do not obtain personal data from external sources.

• 🎯 Your information is used solely to provide our services and customer support.

3. Access, Correction, or Removal of Information

You have the right to:

• 👁️ Access your personal information

• ✏️ Correct or update your personal information

• 🗑️ Request deletion of your personal information

To make any request, please contact us at:

📧 Email:

customerservice@factoryeyewear.com.my

Please include sufficient details so we can process your request efficiently.

4. Data Security

We take reasonable technical and organisational measures to protect your personal information.

🔐 However, please note that no method of data transmission or storage over the internet is completely secure. By using our website, you acknowledge and accept this risk.

5. Cookies and Tracking Technologies

Our website may use cookies or similar technologies to improve functionality and enhance user experience.

🍪 You may disable cookies through your browser settings at any time.
🍪 Cookies do not collect sensitive payment information.

6. Updates to This Policy

We may update this Privacy Policy from time to time.

📝 Any changes will be posted on this page with an updated effective date.
🔄 Your continued use of our website after updates constitutes your acceptance of the revised policy.

7. Merchandise Return & Refund Policy (GHL Merchant Transactions)

The following Return & Refund Policy applies only to merchandise purchases processed through Factory Eyewear's GHL Merchant platform and does not constitute Factory Eyewear's general Return & Refund Policy for other product categories.

At Factory Eyewear, we are committed to providing high-quality products and customer satisfaction. Please review our GHL Merchant Return & Refund Policy below.

1. Refund Process

• Returned items will be inspected upon receipt.

• Once approved, refunds will be processed within 2–5 weeks.

• Refunds will be issued to the original payment method.

• Processing times may vary depending on your bank or payment provider.

2. Expedited Refund Option

If a customer does not wish to wait for the standard merchant refund processing time, Factory Eyewear may offer an expedited refund option under the following conditions:

• Factory Eyewear will transfer the refund amount directly to the customer before the merchant completes the refund process.

• The customer agrees to absorb any applicable processing fees.

• The deducted amount will be clearly communicated and confirmed with the customer before processing the expedited refund.

• Once the expedited refund is processed, the customer acknowledges that the deducted fees are non-refundable.

• This option is voluntary and available upon customer request.

Option 1 – Wait for Merchant Refund (Standard Process)

You may wait for the merchant to process the refund, which usually takes approximately 2–5 weeks. In this case, you will receive the full refundable amount.

Option 2 – Expedited Refund (Expedited Option)

If you prefer not to wait, we can transfer the refund amount to you within 5–7 working days. However, merchant/payment processing fees are non-refundable and will be deducted from the total refund amount.

To proceed with your return or refund request, kindly complete the Return & Refund Form below:

📝 https://docs.google.com/forms/d/e/1FAIpQLSfXDjlxMO6bFJRqSO3aGrjOEF-s1EtIpv8dfI05F5_YgDER8g/viewform?usp=dialog